Where are ABSA's business account managers?

I've been banking with ABSA for years now and have been very happy overall. I have accounts in my personal capacity and in my business. Unfortunately ABSA has let me down over the last few months.

At the end of February my accountant submitted my Vat payment to SARS and I authorized in on my internet banking. I ensured that there was enough money in the account for the payment to go off but for some reason the payment didn't go off and I asked my accountant to resubmit the payment the following day. This time the payment went off.

SARS charge me a penalty of about R6000 for late payment. I contacted ABSA and they said that the payment didn't go off due to insufficient funds. However the bank statements clearly show that the funds were sufficient for this transaction. I then contacted my business account manager at ABSA, Thuli Mampa, at the Centurion branch. She looked at her system and confirmed that there was sufficient funds. I requested that ABSA refund me for the penalty that I had to pay to SARS as this was a bank error. Thuli said she'll submit this request. I have contacted Thuli numerous times over the last six months and she never has a responce. She always says that she needs to submit this or that but I never get feedback and it doesn't seem like she's actually submitted anything.

On the 9th of September I phoned the Centurion branch and asked them to give me a new business account manager. The lady on the phone gave me a new business account manager and requested that I send her an email and also copy this lady in on the email and she'll make sure that something is done. Today is a week later and I haven't received heard anything from them. Not even and acknowledgement of receipt of email.

I'm at the point that if ABSA doesn't tend to this matter soon, I'll contact the ombudsman.

There is another matter regarding tax documents that I requested that these same account managers haven't helped me with either. It's been months since I first requested these documents. I had to also get a similar document from Nedbank MFC and they sent it to me while I was on the phone. With Absa I've sent numerous emails, made countless follow-up calls, changed the account manager and still no documents.